We take every care in packing your order, but if something arrives faulty, damaged, or not as described, please contact us promptly. In these cases, it is your right to choose between a refund or replacement. Follow the instructions below:
Returns & Refunds Policy
At Sololuna, your satisfaction is our top priority. Our team understands that sometimes things don't go as planned, and when that happens, our goal is to make things right. Whether you need to request a replacement, exchange an item, or arrange a return, we are here to make sure your experience is stress-free.
Discrepancies & damaged goods
- Email info@sololuna.com.au within 3 days of receiving your order. Claims made beyond 3 days cannot be accepted.
- Include your order number and clear photos showing the issue.
- State your request for a refund or replacement. Once processed, returns must be sent back to us within 14 days.
Change of mind
If a product has been opened and is not faulty, Sololuna does not accept returns or exchanges. Sadly, we cannot refund an order for reasons of personal preference. Returns and refunds apply only where a product is faulty, damaged, or not as described.
Undelivered orders
Occasionally, an order cannot be delivered and is returned to us. Reasons for undelivered orders include:
Order was unclaimed: If your parcel was left at a post office, it may be returned to sender if unclaimed within Australia Post's parcel collection timeframe (approximately 10 business days). Incorrect address: If the address is unclear or incorrect, your parcel may be returned to us. If this occurs, we can re-ship your order (fees apply). Re-shipping fees are equal to original shipping fees. If your order was shipped for free, we will calculate your re-shipping fee based on your order's size and weight. If you prefer store credit, we can issue you a Sololuna store credit equal to your order's value, minus:
- A $5.00 return/restocking admin fee for unclaimed orders, or
- A $10.00 return fee for orders returned without response after 10 business days of our team attempting to contact you.
Please note: We cannot refund undelivered orders.